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Guest Services Manager

Company: AccorHotels
Location: Honolulu
Posted on: November 26, 2022

Job Description:

Requisition ID -125795 -- -Posted -11/15/2022 -- -United States -- -Hawaii -- -Hawaii -- -Mantra Ala Moana -- -Operations -- -Front Office -- -Full Time The objective of the Geust Services Manager is to ensure the smooth running of the property shilst on duty, through supervision and coordination of the front office Key Responsibilities Specific Avg. % of Time 30%

  • Handles guests' needs and complaints. Assist with guest discrepancies and resolve situations in a professional and positive manner ensuring all team members are providing extraordinary service 15%
    • Supervise lobby and front of the house employees in the absence of the respective Department/Sub-department Heads. 50%
      • Daily Responsibilities:
      • Review the "Log Report", memos, emails, and Daily Function Sheet at the start of the shift.
      • Log all incidences and occurrences during your assigned shift into the "Log Report".
      • Ensure that all duties of the "Guest Service Manager Daily Duties Check List" is completed.
      • Respond to PBX' all code red calls and handle as necessary
      • Coordinate with various airlines regarding potential delayed flights. Obtain information, complete booking form, and inform all affected departments.
      • Maintain various logs, including but not limited to: Airline/Porterage/Valet Fees and Coupons.
      • Assist Reservations Department after hours and weekends, as needed.
      • Maintain consistent communication with other departments and Managers.
      • Maintain cleanliness of the front office area
      • Coordinate the work flow of the front office team to ensure that the front office is covered at all times, including meal breaks. 5%
        • May perform other duties as assigned by the Front Office Management Team. Generic
          • Ensure that all information is kept confidential, unless otherwise advised.
          • Ensure that all Occupational Health and Safety requirements for the company are met within your department. Report any workplace hazards as you see them and support the company in its endeavour to provide a safe workplace.
          • Represent the company in a positive manner expounding the values, ethics and pride at all times.
          • Complete to the best of your ability any additional tasks within reason as provided by your immediate manager or their delegate Key Performance Measures You will be measured on the five targets/projects set out for this position. The aim of each target/project is to be "SMART" (ie: specific, measurable, achievable, realistic and tangible). Please ask your immediate manager for further clarification if required. Target Specifics Deadline Coordinate work flow of front office team Monitor and supervise team members Ongoing Respond to all guest complaints Solve in a timely and appropriate manner Ongoing Ensure Front Office Management is aware of all issues Daily We are an equal opportunity employer and value diversity. All employment is decided on the basis of qualifications, merit and business need. Recruitment information and inquiries: Zachariah Rivera - Talent and Culture Manager at 808-944-4390 or zachariah.rivera@alamoanahotel.com.

Keywords: AccorHotels, Honolulu , Guest Services Manager, Executive , Honolulu, Hawaii

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